Guest Experience Coordinator
O’Neal Vacation Rentals (OVR)
Santa Cruz, CA | Full-Time | In-Office
About O’Neal Vacation Rentals
O’Neal Vacation Rentals is a locally owned vacation rental management company serving 90+ homes throughout Santa Cruz County.
We are passionate about creating exceptional stays for our guests while taking outstanding care of the homes entrusted to us. Our team moves quickly, works collaboratively, and believes the details matter.
We’re looking for a Guest Experience Coordinator to join our Guest Success team and help make every guest’s stay seamless from booking through checkout.
The Role
The Guest Experience Coordinator is one of the primary points of contact for our guests.
You’ll answer questions, help guests prepare for their stay, troubleshoot issues that arise, coordinate solutions with our operations team and vendors, and make sure guests feel genuinely taken care of.
You do not need previous vacation rental experience. We’re looking for someone who communicates exceptionally well, stays organized, enjoys solving problems, and genuinely likes helping people.
This is a great opportunity for someone with experience in hospitality, customer service, restaurants, retail, office coordination, or another fast-paced service environment who wants to grow into a career in hospitality and vacation rental management.
What You’ll Do:
Support Our Guests
- Communicate with guests by text, messaging platforms, email, and phone
- Answer questions before, during, and after guest stays
- Provide clear arrival, property, and local information
- Respond quickly and professionally when guests need assistance
- Help turn frustrating situations into positive guest experiences
Solve Problems
Vacation rentals are dynamic, and no two days are exactly alike.
You might help a guest who can't figure out the thermostat, coordinate assistance for a Wi-Fi issue, arrange delivery of a missing item, or work with our operations team when something at a property needs attention.
You’ll be expected to:
- Understand the guest’s problem and determine the appropriate next step
- Coordinate with teammates, cleaners, maintenance professionals, and vendors
- Keep guests informed while a solution is underway
- Follow through until the issue is fully resolved
- Escalate situations appropriately when additional support is needed
Stay Organized
- Keep guest conversations and active issues organized
- Document important information clearly
- Track open items and follow up until they are completed
- Communicate effectively with other team members between shifts
- Notice recurring problems and bring them to the team’s attention
Be Part of the Team
This is a hands-on role within a growing local company. You’ll work closely with our Guest Experience and Operations teams and learn how vacation rental hospitality works behind the scenes.
As you develop, there will be opportunities to take on greater responsibility and grow your knowledge of guest experience and vacation rental operations.
Who We're Looking For
You may be a great fit if you are:
- A naturally warm and professional communicator
- Comfortable talking with people by phone, text, and email
- Calm when someone is frustrated or something goes wrong
- Resourceful and enjoy figuring things out
- Highly organized and good at keeping track of multiple things at once
- Reliable and responsive
- Detail-oriented
- Comfortable learning new technology
- Able to write clear, polished messages
- Someone who takes ownership rather than assuming someone else will handle a problem
- A team player who is happy to jump in and help
Experience
Previous vacation rental experience is not required.
Experience in any of the following is helpful:
- Hospitality or hotels
- Customer service
- Restaurants
- Retail
- Front desk or reception
- Office coordination
- Property management
- Administrative support
More important than your specific background is your ability to communicate well, learn quickly, stay organized, and provide excellent service.
Schedule & Location
- Full-time, M-F 8:30-5:30 pm
- Based in our Santa Cruz office
- This is an in-person position, not a remote customer service role
- Vacation rentals operate seven days a week, so some weekend and holiday availability is required
- Schedule and coverage expectations will be discussed during the interview process
Compensation
$22–$25/hour, depending on experience
Why Join OVR?
You won't be sitting in a call center reading from a script.
You'll be part of a local team helping people enjoy vacations in Santa Cruz while learning the operational side of a growing hospitality business.
You'll have the opportunity to develop skills in guest experience, vacation rental operations, problem-solving, property management, and hospitality—and take on greater responsibility as you grow.
Pay: $22.00 - $25.00 per hour
Benefits:
- Health insurance
- Paid time off
- Professional development assistance
Application Question(s):
- Tell us about your most relevant customer service or hospitality experience. What did you enjoy most about it?
- A customer or guest is frustrated about something that has gone wrong. How do you typically approach the situation?
- What interests you about working in vacation rentals and joining O’Neal Vacation Rentals?
- Are you currently located in Santa Cruz County? If not, what is your plan for commuting or relocation?
Work Location: In person
